Salesforce has leveraged a simulation platform called ⁢eVerse ​to develop and refine its Agentforce Voice technology, unveiled in October 2023. Agentforce Voice empowers​ organizations to create voice-enabled AI agents capable of managing intricate, real-time conversations. Before its public release,Agentforce Voice underwent rigorous testing through thousands of simulated interactions within eVerse’s virtual ‍environments.

These simulations are ⁤designed to expose voice agents to​ the ​challenges ⁢of real-world dialogue, including‌ background noise, varied accents,⁣ and instances of crosstalk. The goal is to build AI that responds fluently, ⁣naturally, and consistently, even under imperfect conditions. As one example, ‍the platform can ⁣replicate the ‌difficulties posed by poor cellular connections or strong ⁣regional accents.

Healthcare Applications at UCSF Health

UCSF Health, a leading Californian hospital and Salesforce customer, has been piloting ⁣eVerse to train‍ and improve AI agents specifically for healthcare billing processes. According to Sara Murray, MD,‌ VP and chief health AI officer at UCSF Health, eVerse has been instrumental in streamlining what is often ⁢a highly complex aspect of healthcare administration.

The platform’s ability to create realistic scenarios allows clinical ⁣experts to refine agent behavior and ensure⁢ accuracy in a critical area of patient care and financial operations. This represents‍ a significant ⁣step ‌toward more efficient and ‍reliable ‌AI-driven solutions within the healthcare industry.